Wifi Connection drops

Hello,

I am looking for direction here. I have had issues at my apartment with internet dropping suddenly and at random. I have had the modem replaced 3 times now. Everyone says my connection is good and I get no explanation or even a bit of interest in helping outside of restart modem, replace modem. My connection is FINE, when it isn't dropping. I have to work from home, and this is unacceptable. I need to be escalated to a tier 2 because there is obviously something not right. All my neighbors have Xfinity as well and are complaining of the same issue. My question is how in the world do I get to a tier 2? This is such a terrible structure for a Wi-Fi company.

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XfinityThomasD

Official Employee

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1.5K Messages

2 months ago

user_2l31eb Thanks for posting on our Community Forums. I can understand how frustrating it is when things are not working properly. It sounds like there may be some wiring issues in the surrounding area that need to be checked. Distortion in the lines can cause random interruptions or interference in the signal, which we would want a technician to look into. We can help check the signal health and schedule an appointment if needed. Please send our team a direct message with your full name and address.

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it.

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user_2l31eb

Wifi Connection drops

XfinityThomasD

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